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S FK

@sfk

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Customer Support & Operations specialist delivering SLA-compliant, KPI-driven SaaS-like support for retention.

Morocco

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What I'm looking for

I’m looking for a support/operations role where I can drive SLA compliance and retention using KPI dashboards, strong ticketing workflows, and cross-functional teamwork—handling complex escalations end-to-end with clear, data-backed improvements.

I bring 3+ years of experience delivering high-volume, SaaS-like customer support across email, phone, and chat, with a focus on complex cases. I coordinate with product, engineering, and finance to resolve issues, maintain SLA compliance, and improve the end-to-end customer journey.

In my roles, I’ve strengthened operations by monitoring KPIs like CSAT, response time, resolution rate, and productivity to optimize team performance. I use Zendesk and Jira ticketing workflows alongside CRM systems to manage case lifecycle documentation, handle escalations with structured reproduction steps, and support customer retention through churn reduction. I also complement support with data and technical fluency—SQL queries and Python basics—to generate performance reports, dashboards, and actionable insights.

Experience

Work history, roles, and key accomplishments

Team Supervisor

Emerging Travel Group (RateHawk)

Feb 2024 - Mar 2026 (2 years 1 month)

Led daily operations of a high-volume customer support team, ensuring SLA compliance and consistent service quality. Monitored KPIs (CSAT, response time, resolution rate), coached agents, managed escalated cases, and partnered with product, engineering, and finance to improve workflows and retention.

Customer Support Leadership SLA Management Zendesk Jira CRM Systems Customer Escalation Workforce Planning SQL

Customer Operations Executive

Emerging Travel Group (RateHawk)

Apr 2022 - Feb 2024 (1 year 10 months)

Delivered high-volume support across email, phone, and live chat, managing booking lifecycle, cancellations, modifications, and payment/refund workflows via CRM systems. Prioritized and escalated tickets in Zendesk/Jira and tracked KPIs to improve resolutions and reduce churn.

Zendesk CRM Systems Refund Workflows KPI Tracking Customer Retention Workflow Optimization Cross Functional Collaboration

Quality Control Manager

Marsa Maroc

Jan 2021 - Jan 2022 (1 year)

Tracked and analyzed operational KPIs, building reports and dashboards to support decision-making. Identified performance gaps and supported corrective actions while contributing to process improvements that reduced delays and optimized costs.

Reports And Dashboards Data Analysis Process Improvement Operational Efficiency

Logistics & Quality Control Intern

Infosat Sarl

Sep 2020 - Dec 2020 (3 months)

Assisted logistics and quality control activities by monitoring operational KPIs and supporting performance-gap analysis. Contributed to reporting efforts (reports/dashboards) and process improvements to improve efficiency.

Quality Control Dashboards Gap Analysis Documentation Process Improvement Attention To Detail

Software Development Intern

Infosat Sarl

Jun 2020 - Aug 2020 (2 months)

Assisted in software development and testing, supporting debugging and understanding of system workflows. Helped investigate issues as part of the development process in a hybrid environment.

Software Development Software Testing Debugging Problem Solving Learning Agility